Refund policy

RETURN AND REFUND POLICY

 

1. Retail Products

We offer a 30-day return policy for all retail products. This means you have 30 days after receiving your item to request a return.

 

Eligibility for Retail Returns

To be eligible for a return, your item must be:

• In the same condition that you received it
• Unopened, unused, and unworn
• With all original tags and packaging
• Accompanied by the receipt or proof of purchase

To start a return, please contact us at info@melscenlab.com.

 

All approved returns must be sent to:

Melscen Lab

124 Whitehall St, Footscray VIC 3011

 

If your return is accepted, we will send you a return shipping label and full instructions.

Items sent back without submitting a return request will not be accepted.

 

Damages and Issues (Retail)

Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or if you received the wrong product, so that we can evaluate the issue and make it right.

Non-returnable Items (Retail)

We cannot accept returns on:

• Gift cards
• Perfume Workshop

 

Retail Exchanges

The fastest way to ensure you get what you want is to return the item first. Once the return is accepted, you may make a separate purchase for the replacement.

Retail Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

Approved refunds will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed after approval, please contact us at info@melscenlab.com.

 

2. OEM Custom Perfume / Custom Fragrance Development

Custom-made products are not eligible for refunds.

This includes all tailored, personalised, or formula-specific fragrance development services or custom-made perfumes.

 

Why Custom Products Cannot Be Refunded

• Custom formulas, bespoke fragrances, and tailored developments cannot be resold to other customers.
• The service includes raw materials, labour, formulation work, testing, and laboratory time, which are fully consumed during development.
• These costs are non-refundable once the development process has begun.

 

Custom Development Fees

All development fees are non-refundable, but may be offered as a credit towards bulk production, if applicable and at our discretion.

Custom Production Orders (Bulk Orders)

Bulk production of a custom fragrance cannot be returned or refunded once manufacturing has commenced, except in cases involving:

 

• Production errors
• Quality issues confirmed by our team
• Delivery of incorrect products

In such cases, we will remake, replace, or correct the affected goods.

 

 

©️Melscen Lab, Melscen Australia Pty Ltd

124 Whitehall St, Footscray VIC 3011 Australia